Assistant Vice President – Next Best Experience, Member Experience Strategy

USAA

. Lead USAA's Next Best Experience strategy across personalized, context-aware experiences .

Posted 9/18/2026full-timeSan Antonio • Arizona • United StatesLead💰 $224,250 - $403,650 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading technology and digital product management strategies, with a strong focus on member-centric decision making and experience design. Proven ability to influence cross-functional teams and executive leadership while managing complex portfolios and ensuring alignment with regulatory requirements.

Highest-signal resume keywords

Technology Product ManagementDigital Transformation LeadershipCross-Functional Team LeadershipMember Experience StrategyRegulatory Compliance Knowledge

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Strategic PlanningProduct ManagementAgile MethodologiesData-Driven InsightsExperience Design PrinciplesGovernance FrameworksLifecycle Strategy DevelopmentPersonalization TechniquesDecisioning CapabilitiesAnalytics and Behavioral Insights

Soft Skills

LeadershipInfluencing SkillsEffective CommunicationCollaborationConsensus-Building

Tools & Technologies

Digital PlatformsEmerging Technology ApplicationsA/B Testing ToolsFocus Group MethodologiesMember Engagement Tools

Industry Keywords

GLBATCPAADARisk ManagementMember Lifecycle

About the role

Key responsibilities & impact

Lead USAA's Next Best Experience strategy across personalized, context-aware experiences
Establish the vision, strategy, governance, and operating model for Next Best Experience across the member lifecycle
Align member needs, business priorities, data-driven insights, and experience design principles
Lead a cross-functional organization across Digital, Technology, Analytics, Marketing, Design, and Lines of Business
Define enterprise experience priorities, decision frameworks, measurement strategies, and investment direction
Oversee product, service, advice, and contextual engagement experiences anchored in life events and member milestones
Serve as enterprise steward for member-centric decision making
Create, develop, and sustain Business, Technology, and Lines of Business relationships
Set vision, strategy, direction, KPIs, and outcomes for a Digital or Technology product portfolio
Provide executive oversight and serve as escalation point for product management activities
Influence leaders, product managers, developers, vendors, designers, and stakeholders on product strategies and launches
Promote member research including focus groups, usefulness testing, A/B testing, and other methodologies
Deliver agreed goals and outcomes for products, services, and transactions across digital channels and platforms
Manage investments, innovation mix, prioritization, and tradeoffs at program or portfolio level
Attract, select, and develop Technology/Digital product management talent
Ensure technology capabilities align with architectural and system standards
Drive economic success through growth of digital/technology product portfolios
Oversee strategic alignment across product portfolios, initiatives, and investments
Ensure business risks are identified, measured, monitored, and controlled under risk and compliance policies

Requirements

What you’ll need

Bachelor's degree; OR 4 years of relevant education and/or experience
10 years of experience as a Technology, Product Management or Digital transformation leader for Association initiatives and platforms
6 years of direct team lead or leading matrixed or cross-functional, large scaled teams
Demonstrated ability to think strategically and execute strategic and tactical association-wide product efforts
Solid business and technology acumen with strong technical and customer experience foundations
People management abilities
Leadership and ability to influence all levels of management
Knowledge of Technology/Digital products and emerging technology platforms, applications and standards
Advanced facilitation, collaboration and consensus-building skills
Experience presenting to cross-functional teams and Senior/Executive leaders
Effective oral and written communication with executive leadership
In-depth knowledge of regulatory requirements, supervisory expectations, and laws impacting risk management
Experience working with Agile delivery/development organizations
Knowledge of GLBA, TCPA, and ADA
Experience defining and scaling enterprise customer, member, or digital experience strategies in complex matrixed organizations
Expertise in personalization, decisioning, customer engagement, journey orchestration, or Next Best Experience capabilities
Experience developing measurable enterprise strategies connecting member needs, business objectives, and digital capabilities
Experience leading cross-functional teams and influencing senior executives
Understanding of member data, analytics, experimentation, behavioral insights, and AI-enabled experience capabilities
Experience establishing governance frameworks, prioritization models, and operating mechanisms
Experience building lifecycle strategies spanning acquisition, onboarding, engagement, deepening, retention, and loyalty
Exceptional communication, storytelling, and executive influence skills
Track record translating member insights and performance data into strategic decisions and measurable outcomes
Strategic judgment balancing member needs, business priorities, regulatory considerations, and operational realities
Experience leading high-performing leaders and developing organizations through growth and transformation
Financial and business acumen, including large-scale portfolios, strategic investments, and outcome-based performance management
US military experience through military service or a military spouse/domestic partner

Benefits

Comp & perks

Relocation assistance
Flexible work environment
Pay incentives based on overall corporate and individual performance, at the discretion of the USAA Board of Directors
Long Term Incentive Plan: cash payment for Executive level roles, time and performance based
Comprehensive medical, dental and vision plans
401(k)
Pension
Life insurance
Parental benefits
Adoption assistance
Paid time off program
Paid holidays
16 paid volunteer hours
Wellness programs
Career path planning
Continuing education assistance